50% Cost reduction by switching from ServiceNow to Freshservice

Implementation of Freshservice for IT Service Management (ITSM) and Enterprise Service Management (ESM)

Explore the content:

The challenge
Our method
The platform used in this project
Achieved results

Implementation of Freshservice for IT Service Management (ITSM) and Enterprise Service Management (ESM): achieved significant licensing cost reduction, enhanced autonomy, and increased flexibility for environment scalability, alongside process optimization.

The challenge

Piracanjuba launched a strategic project to enhance operational efficiency and reduce costs without compromising quality by switching from ServiceNow to Freshservice for service management. This transition had to be completed within a strict four-month timeframe, making timeliness and technical precision crucial.

The executive board's active involvement underscored the project's significance as a major step towards the company's future.

Key challenges included streamlining business processes, democratizing technology use with a low-code solution, and achieving the expected financial gains within the set deadline.

Company: Grupo Piracanjuba

Industry: Food & Agribusiness

Size: large

Piracanjuba team receiving an award from Freshworks at a corporate event, recognizing their ITSM migration to Freshservice.

Our method

Step 1 - Delivery planning and phased migration

In collaboration with the client, we created a detailed delivery plan aligned with the project timeline. The migration was divided into three phases, allowing for intermediate deliveries and a phased transition to the new solution. To facilitate tracking, the plan was structured on a visual Kanban board, used during follow-up meetings.

Step 2 - Process and requirements mapping

Our analysts worked closely with those responsible for each service being migrated to the new solution. This phase included mapping forms, automation workflows, business rules, SLAs, and integrations. At the end of this phase, documentation and requirement specifications were delivered.

Step 3 - Service development

Based on the documentation prepared by the process team, the development team implemented the services with their business rules and necessary integrations. The team included specialists in low-code solutions as well as developers experienced in front-end and back-end customizations.

Step 4 - Assisted operation

We have provided support during the operation of the new solution, monitoring, offering assistance, and making adjustments to the developed products as needed.

The platform used in this project

The solution used in this case was Freshservice, provided by Freshworks. Rated by Gartner and its clients as one of the leading cloud solutions for ITSM and ESM, it offers a SaaS model with excellent usability, integration, and the ability to serve all corporate areas of companies, in addition to the IT department.